Call Centre Overview
KiSpring's ASM Call Centre software delivers an unparalleled communication system for small and medium-sized businesses. It offers all the features businesses require, right at their fingertips, and is ready to serve as an integral part of your operations strategy.
Call distribution
ASM Call Centre provides rock-solid call distribution methods, with a proven track record for giving clients a reliable and cost-effective solution.
Here are just two examples of advanced automatic call distributor options:
Examples
1.) Message queue gives callers the ability to leave a message for an agent instead of waiting in a long queue. This improves customer satisfaction and frees up agents for more important tasks.
2.) Skills based routing routing can be adjusted easily through the ASM agent editor. Changes take effect immediately, allowing the reassignment of agents to alternative queues based on demand.
Please contact KiSpring for more details about ASM Call Centre.
True real-time
KiSpring builds call centre applications using the latest technology, providing unprecedented access to your data in true real-time. While other call centre applications refresh call data every 10, 15 or 30 seconds,
ASM Call Centre displays all call data as events actually happen.
View the call centre video demo to see our software in action.
Statistics
We recognize it is of paramount importance to provide the most up-to-date call centre information. 
You need accurate, up-to-the-minute data, and you need to be able to access this data quickly and simply. KiSpring is continuously making strides to improve all aspects of ASM Call Centre. Figure 1A is a screenshot of the agent editing control panel, which allows you to easily modify agent properties, queue assignments, personal information and more.
Calls/agents
Advanced call recording and access to a searchable database of high-quality audio for incoming and outgoing calls.
- Inbound/ outbound calling
- Caller music-on-hold
- Agent music-on-idle
- Agent call recording
- Agent to caller (recording playback)
- Call monitor/assist
- Custom caller IDs
- Real-time agent state:
Ready, Do Not Disturb, Logged Off, Inbound Call, Outbound Call, Ringing, Disconnect and more
Interactive voice response (IVR)
Browser-based interface to customize IVR settings, multiple IVRs, maintain audio for IVRs and queue audio.
- Auto-attendant (IVR)
- Multiple auto-attendants
- IVR authentication
- IVR credit card validation
- Upload voice prompts
Scheduled audio activation - Advanced IVR scheduling
Queue monitor (application)
Web 2.0 browser-based management, queue monitoring and real-time call centre activity data. This application is typically used by management to monitor and manage agents, and view real-time performance data.
- Unlimited queues
- Real-time agent state:
Ready, Do Not Disturb, Logged Off, Inbound Call, Outbound Call, Ringing, Disconnect and more.
Current Status:
- Total # of logged on agents (TLOA)
- Total # of on call agents (TOCA)
- Total # of agents waiting for calls (TAWFC)
- Total # of not ready agents (TNRA)
- Total # of calls in queue (TCIQ)
- Longest waiting call in queue (LWCIQ)
The entire business day:
- Average speed to answer (ASA)
- Average call handle duration (ACHD)
- Total calls (TC)
- Total calls answered (TCAns)
- Total calls abandoned (TCAbn)
- Percent calls answered (%CAns)
- Percent calls abandoned (%CAbn)
- Grade of service1 (GOS1)
- Grade of service2 (GOS2)
The last 60 minutes of business day:
- Average speed to answer (ASA-L60)
- Average call handle duration (ACHD-L60)
- Total calls (TC-L60)
- Total calls answered (TCAns-L60)
- Total calls abandoned (TCAbn-L60)
- Percent calls answered (%CAns-L60)
- Percent calls abandoned (%CAbn-L60)
- Grade of service1 (GOS1-L60)
- Grade of service2 (GOS2-L60)
All data is configurable, and changes through the user interface can display specific items of interest.
- One-click call monitoring
- One-click agent Assist
- One-click (forced) log-off
Call distribution
Please view our case studies for more details on how you can take advantage of our advanced call distribution options.
- Full-featured advanced call distribution (ACD)
- Unlimited call queues
- Call forwarding
- Call return
- Call out (VOIP/PSTN)
- Conference bridges
- Custom caller IDs
- Ring all, Blast group, Round robin, Skills-based & more.
- Message queue
Reports and statistics
Browser-accessible graphical reports of call centre activity, with remote access to call centre statistics and call recordings via our ASM ADMIN gateway.
- Powerful reporting
- Graphical queue reports
- Real-time queue and agent data
- Interactive web-based management
- Schedule statistics by email with an unlimited number of recipients
Call manager (application)
Web 2.0 browser-based management, call monitoring and real-time call activity data. This application is typically used by call centre managers to view on-call agent activity.
- Queue and call status
- Agent Status
- Time based, real-time statistics
- One-click call monitoring
- One-click agent assist
Customized Integration
ASM Call Centre can be easily integrated into existing software applications, such as ordering systems, customer relationship management (CRM), sales and productivity packages. At KiSpring, we believe customization is not a luxury but a requirement for all call centre installations. Our ongoing review process helps to ensure that your call centre continues to meet your changing requirements.
- Custom, Computer telephony integration (CTI)
- Extension groups
- Paging/Zone paging
- Intercom/Zone Intercom
- Voicemail groups
- Client:
- 241 Pizza
- Scope:
- Inbound calls, Outbound Calls, Management
Applications, Call Routing, Queue Monitor, Call Manager
Statistical Data, Call Recording, Message Queue
- Status:
- Online
- Client
- Springrolls
- Scope
- Inbound calls, Outbound Calls, Management
Applications, Call Routing, Call Recording
- Status
- Online
- Client
- Mr. Sub
- Scope
- Inbound calls, Outbound Calls, Management
Applications, Call Routing, Call Recording
- Status
- Online
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